Client Solutions Product Manager, CRM

POSITION SUMMARY: 

The Client Solutions Product Manager, CRM is responsible for driving the development and enhancement of products tailored to meet the specific needs of our clients by working closely with clients to understand their requirements and collaborate with cross-functional teams to deliver innovative solutions that align with business goals.

ESSENTIAL FUNCTIONS:

• Acts as the primary point of contact for clients regarding product-related matters.
• Understands client needs, gather feedback, and translate it into actionable insights for the development team.
• Manages client expectations and ensure alignment with the product roadmap.
• Conducts regular client meetings, presentations, and product demonstrations.

• Collaborates with the development team to define product features and prioritize the product backlog based on client feedback and business goals.
• Ensures that the product development aligns with the client's requirements and business objectives.
• Prioritizes the product backlog based on client needs, market trends, and business goals.

• Oversees the product development lifecycle from concept to launch.
• Ensures timely delivery of product features and updates.
• Develops and maintain detailed project plans, timelines, and status reports.
• Coordinates with internal teams to resolve any issues that may arise during the product development process.

• Conducts market research to understand industry trends and competitive landscape.
• Identifies opportunities for product improvement and innovation.

• Provides training and support to clients to ensure they can effectively use the product.
• Addresses and resolves any issues or concerns clients may have.
• Interoffice travel as needed.
• Ability to maintain a consistent and regular attendance in accordance with an established schedule.             
• Ability to work onsite/in-office and in accordance with CCS and department policies and procedures.              

QUALIFICATIONS:

• 3-5 years of experience in Product Management, preferably in a client-facing role.
• Familiarity with Call Center technology such as IVR, MMS, SMS, predictive dialers, SQL/HTML, TTS, speech recognition, audio scripting & editing preferred.
• Strong verbal and written communication skills to effectively interact with clients and internal teams.
• Ability to present complex technical information in an easily understandable manner.
• Understanding of the product's technical aspects to communicate effectively with the development team and clients.
• Ability to quickly learn and adapt to new technologies.
• Ability to analyze client feedback and market data to make informed product decisions.
• Strong problem-solving skills to address client issues and improve product features.
• Proficient in project management tools and methodologies.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Ability to build and maintain strong relationships with clients and internal teams.
• Strong negotiation and conflict resolution skills.
• Demonstrates knowledge of business principles.
• Ability to align product development with business goals.
• Ability to make data-driven decisions that balance client needs and company objectives.

EDUCATION REQUIREMENTS:

• B.S. Degree required.